Helpdesk Associate

Req ID: 389129 

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are seeking a Patient Portal and Technical Support Service Desk Associate to join our healthcare team. This role involves providing comprehensive support for patient portal applications and technical assistance to users. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a deep understanding of healthcare applications and technical support processes.

All candidates are required to be shift flexible.  Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements. 

NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, technical and clinical service desk, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services.

  Patient Portal & Technical Support Agent About the Role:
Join our Patient Portal and Technical Support Service Desk as a front-line Support Agent. In this role, you will be the first point of contact for patients and healthcare users requiring login assistance, troubleshooting, and technical support. This position operates within a 24/7/365 call center environment dedicated to ensuring our healthcare operations run smoothly. We are committed to your growth; agents participate in ongoing training and development designed to prepare them for next-level support and promotional advancement. Key Responsibilities

• Inbound Support: Respond to incoming calls regarding workflow issues, application errors, access permissions, and system functionality.
• Issue Resolution: Resolve most incoming technical contacts at the first-level support stage.
• Escalation: Identify and escalate complex technical and application issues to the appropriate tier-two teams when necessary.
• Customer Service: Provide professional, high-quality service by adhering to established scripts, workflows, and corporate policies.
• Continuous Improvement: Identify and suggest potential enhancements to improve the overall patient and user experience.
• Operational Adherence: Remain at your designated workspace and within the phone queue for the duration of an 8-to-10-hour shift (with scheduled breaks).

Shift & Training Requirements

• Shift Flexibility: Candidates must be shift-flexible. This position requires shift work, including nights, weekends, and holidays.
• Training: Account-specific training is conducted during day shift hours, regardless of your permanently assigned shift.

Basic Qualifications

• Experience: 1 to 3 years of customer service experience (preferably in a contact center or medical environment).
• Problem-Solving: 1 to 3 years of experience analyzing and resolving customer technical issues.
• Communication: Ability to communicate complex technical information clearly to non-technical users.    
• Language: Fully bilingual with proficient verbal and written English skills.
• Skills: Strong organizational skills, attention to detail, and proficient typing speed.
• Education: High school diploma or equivalent required.

Work from Home / Technical Requirements

• Workspace: A quiet, private, and distraction-free workspace.
• Connectivity: High-speed, wired internet connection (ethernet connection required; no Wi-Fi).
• Equipment: A working cell phone available for manager communication and Two-Factor Authentication (2FA).
• Physical Demands: Ability to read text on computer screens for the full duration of an 8-to-10-hour shift.

Preferred Skills

• Demonstrated customer-first philosophy and strong active listening skills to analyze caller needs accurately.
• Proven ability to work optimally and adapt quickly in a fast-paced environment.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment. 

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.